A experiência de consumidores(as) idosos(as) nos aplicativos bancários
Autor(a) principal: | |
---|---|
Data de Publicação: | 2023 |
Tipo de documento: | Dissertação |
Idioma: | por |
Título da fonte: | Biblioteca Digital de Teses e Dissertações da ESPM |
Texto Completo: | http://tede2.espm.br/handle/tede/700 |
Resumo: | The elderly, in 2040, will represent 1/4 of the Brazilian population (IBGE, 2023). It is important to note that, in 25% of Brazilian households, retired people are responsible for the family (IBGE, 2017). This situation makes the decision to consume banking products extremely relevant (FRANÇA, 2011). This public, in general, accesses the internet and applications when making financial transactions almost daily. Even so, it is not uncommon for many users to report difficulties with banking applications (FEBRABAN, 2022). Given this scenario, this study's main objective is to understand the experience of elderly people as users of banking applications (mobile banking), using an exploratory methodology with a qualitative phenomenological approach. Data collection was carried out via snowball (consecutive indications), through 11 interviews (10 women and 1 man), aged between 60 and 75 years and with the aid of a semi-structured script with 30 questions. At the end of the study, it was possible to understand that security is the main barrier and determining factor in using the application, and the great facilitator is family support and bank employees, who help with the entry into the application and its main functions. In this way, and in view of the lessons learned, it is possible to suggest guidelines for building a universal application or even a guide/manual for using current applications. |
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Camargo, Ricardo ZagalloStrehlau , Vivian IaraStreck, Melissa22886061859https://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4333062J6&tokenCaptchar=03AFcWeA49ZIVMTVS-yxDzD_zCU-0GV7JgPVhAVHn_BcD4yRgP12rB8-kpWjCnh627YnVJDAUhBPRkmzz8kIPV3v0G66abOi2KJ1zcIGeo5EWxuCcV1h1yh1bcIKRNDJ9W3W8htW7VlOSSxaSdrGAQQIIeHvhGlfPrMyvcHO3-JJgz4zTwYF7Eg-nU_3uZlfj1lTFYm_I5GJQwe9IZkvqxSA0Xo9uebMJsKKBRzaYDaeJ-cMEx8x2GAnpWyspmecSxjYD1Nyt99jek3wSB68B-LC1wOX4KdWDcajGd0Lex1DeF7ZCraF-ezhpOAbNrezkgJZemRN28vIj5C31YQaQEjDry2m-okzmdMNfhXj0MNYGQtJGyNrVR5hEqRger4uV6XGlME7d6aXCVzlJGdN1i-LzWIWBOpviuTtuiO7xVjYplaBQlk_OLGA_uTgXYC0glMXjlhgCcPSWsV2xQRUO7gZ-FLIIytmX7H6MUfbMZbGTgXIMAAuEVOQYvtOOG1BEECnVnDaWLkZpxR5wKqO6Qufl6RyiHqRnyvX3X2oqiHzqmvwATXtpQU5X4fPM1ytpf4X-S9nENGqMRMizael, Luciane de Farias2023-09-25T13:58:21Z2023-06-29Mizael, Luciane de Farias. A experiência de consumidores(as) idosos(as) nos aplicativos bancários. 2023. [126 f.]. Dissertação (Programa de Mestrado Profissional em Comportamento do Consumidor) - Escola Superior de Propaganda e Marketing, [São Paulo] .http://tede2.espm.br/handle/tede/700The elderly, in 2040, will represent 1/4 of the Brazilian population (IBGE, 2023). It is important to note that, in 25% of Brazilian households, retired people are responsible for the family (IBGE, 2017). This situation makes the decision to consume banking products extremely relevant (FRANÇA, 2011). This public, in general, accesses the internet and applications when making financial transactions almost daily. Even so, it is not uncommon for many users to report difficulties with banking applications (FEBRABAN, 2022). Given this scenario, this study's main objective is to understand the experience of elderly people as users of banking applications (mobile banking), using an exploratory methodology with a qualitative phenomenological approach. Data collection was carried out via snowball (consecutive indications), through 11 interviews (10 women and 1 man), aged between 60 and 75 years and with the aid of a semi-structured script with 30 questions. At the end of the study, it was possible to understand that security is the main barrier and determining factor in using the application, and the great facilitator is family support and bank employees, who help with the entry into the application and its main functions. In this way, and in view of the lessons learned, it is possible to suggest guidelines for building a universal application or even a guide/manual for using current applications.Os idosos, em 2040, representarão 1/4 da população brasileira (IBGE, 2023). É importante observar que, em 25% dos lares brasileiros, pessoas aposentadas são responsáveis pela família (IBGE,2017). Tal situação torna a decisão de consumo de produtos bancários extremamente relevante (FRANÇA, 2011). Esse público, de maneira geral, acessa a internet e os aplicativos ao fazer movimentações financeiras quase diariamente. Ainda assim, não é incomum que muitos usuários relatem dificuldades com os aplicativos bancários (FEBRABAN, 2022). Diante desse cenário, esse estudo tem como o objetivo principal compreender a experiência das pessoas idosas como usuárias dos aplicativos bancários (mobile banking), utilizando a metodologia exploratória com abordagem qualitativa fenomenológica. A coleta de dados foi realizada via bola de neve (indicações consecutivas), por meio de 11 entrevistas (10 mulheres e 1 homem), na faixa etária de 60 a 75 anos e com auxílio de um roteiro semiestruturado com 30 questões. Ao final do estudo foi possível entender que a segurança é a principal barreira e fator determinante na utilização do aplicativo, e o grande facilitador é o auxílio familiar e dos funcionários do banco, que ajudam na entrada no aplicativo e em suas principais funções. Desse modo, e tendo em vista os aprendizados, é possível sugerir diretrizes para a construção de aplicativo universal ou até mesmo um guia/ manual para utilização dos aplicativos atuais.Submitted by Débora Silva (deborasilva@espm.br) on 2023-09-25T13:13:06Z No. of bitstreams: 1 Luciane de Farias Mizael.pdf: 1470683 bytes, checksum: 417785570ed0c9eb23c488d1230ba0d0 (MD5)Approved for entry into archive by Débora Silva (deborasilva@espm.br) on 2023-09-25T13:58:01Z (GMT) No. of bitstreams: 1 Luciane de Farias Mizael.pdf: 1470683 bytes, checksum: 417785570ed0c9eb23c488d1230ba0d0 (MD5)Approved for entry into archive by Débora Silva (deborasilva@espm.br) on 2023-09-25T13:58:13Z (GMT) No. of bitstreams: 1 Luciane de Farias Mizael.pdf: 1470683 bytes, checksum: 417785570ed0c9eb23c488d1230ba0d0 (MD5)Made available in DSpace on 2023-09-25T13:58:21Z (GMT). No. of bitstreams: 1 Luciane de Farias Mizael.pdf: 1470683 bytes, checksum: 417785570ed0c9eb23c488d1230ba0d0 (MD5) Previous issue date: 2023-06-29application/pdfhttp://tede2.espm.br/retrieve/2495/Luciane%20de%20Farias%20Mizael.pdf.jpgporEscola Superior de Propaganda e MarketingPrograma de Mestrado Profissional em Comportamento do ConsumidorESPMBrasilESPM::Pós-Graduação Stricto Sensucomportamento do consumidor; mobile banking; consumidor idoso; aplicativos bancários; experiência do usuáriomobile banking; elderly consumer; banking apps; user experienceCIENCIAS SOCIAIS APLICADAS::COMUNICACAOA experiência de consumidores(as) idosos(as) nos aplicativos bancáriosThe experience of elderly consumers in banking applicationsinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesis-5003969050085565866500500600-4455193753091852328-4056021055502874573info:eu-repo/semantics/openAccessreponame:Biblioteca Digital de Teses e Dissertações da ESPMinstname:Escola Superior de Propaganda e Marketing (ESPM)instacron:ESPMTHUMBNAILLuciane de Farias Mizael.pdf.jpgLuciane de Farias Mizael.pdf.jpgimage/jpeg4385http://tede2.espm.br:8080/tede/bitstream/tede/700/4/Luciane+de+Farias+Mizael.pdf.jpgcf328e7747334994a88bbb6623124264MD54TEXTLuciane de Farias Mizael.pdf.txtLuciane de Farias Mizael.pdf.txttext/plain226661http://tede2.espm.br:8080/tede/bitstream/tede/700/3/Luciane+de+Farias+Mizael.pdf.txt999ce44987a604098a2af72969ccca32MD53ORIGINALLuciane de Farias Mizael.pdfLuciane de Farias Mizael.pdfapplication/pdf1470683http://tede2.espm.br:8080/tede/bitstream/tede/700/2/Luciane+de+Farias+Mizael.pdf417785570ed0c9eb23c488d1230ba0d0MD52LICENSElicense.txtlicense.txttext/plain; charset=utf-81912http://tede2.espm.br:8080/tede/bitstream/tede/700/1/license.txt652c58b294e08ded719d10bdbc42f8ceMD51tede/7002023-09-26 01:01:03.855oai:tede2.espm.br: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Biblioteca Digital de Teses e Dissertaçõeshttps://tede2.espm.br/http://tede2.espm.br/oai/requestacervodigital@espm.br||hribeiro@espm.bropendoar:2023-09-26T04:01:03Biblioteca Digital de Teses e Dissertações da ESPM - Escola Superior de Propaganda e Marketing (ESPM)false |
dc.title.por.fl_str_mv |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
dc.title.alternative.eng.fl_str_mv |
The experience of elderly consumers in banking applications |
title |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
spellingShingle |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários Mizael, Luciane de Farias comportamento do consumidor; mobile banking; consumidor idoso; aplicativos bancários; experiência do usuário mobile banking; elderly consumer; banking apps; user experience CIENCIAS SOCIAIS APLICADAS::COMUNICACAO |
title_short |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
title_full |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
title_fullStr |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
title_full_unstemmed |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
title_sort |
A experiência de consumidores(as) idosos(as) nos aplicativos bancários |
author |
Mizael, Luciane de Farias |
author_facet |
Mizael, Luciane de Farias |
author_role |
author |
dc.contributor.advisor1.fl_str_mv |
Camargo, Ricardo Zagallo |
dc.contributor.referee1.fl_str_mv |
Strehlau , Vivian Iara |
dc.contributor.referee2.fl_str_mv |
Streck, Melissa |
dc.contributor.authorID.fl_str_mv |
22886061859 |
dc.contributor.authorLattes.fl_str_mv |
https://buscatextual.cnpq.br/buscatextual/visualizacv.do?id=K4333062J6&tokenCaptchar=03AFcWeA49ZIVMTVS-yxDzD_zCU-0GV7JgPVhAVHn_BcD4yRgP12rB8-kpWjCnh627YnVJDAUhBPRkmzz8kIPV3v0G66abOi2KJ1zcIGeo5EWxuCcV1h1yh1bcIKRNDJ9W3W8htW7VlOSSxaSdrGAQQIIeHvhGlfPrMyvcHO3-JJgz4zTwYF7Eg-nU_3uZlfj1lTFYm_I5GJQwe9IZkvqxSA0Xo9uebMJsKKBRzaYDaeJ-cMEx8x2GAnpWyspmecSxjYD1Nyt99jek3wSB68B-LC1wOX4KdWDcajGd0Lex1DeF7ZCraF-ezhpOAbNrezkgJZemRN28vIj5C31YQaQEjDry2m-okzmdMNfhXj0MNYGQtJGyNrVR5hEqRger4uV6XGlME7d6aXCVzlJGdN1i-LzWIWBOpviuTtuiO7xVjYplaBQlk_OLGA_uTgXYC0glMXjlhgCcPSWsV2xQRUO7gZ-FLIIytmX7H6MUfbMZbGTgXIMAAuEVOQYvtOOG1BEECnVnDaWLkZpxR5wKqO6Qufl6RyiHqRnyvX3X2oqiHzqmvwATXtpQU5X4fPM1ytpf4X-S9nENGqMR |
dc.contributor.author.fl_str_mv |
Mizael, Luciane de Farias |
contributor_str_mv |
Camargo, Ricardo Zagallo Strehlau , Vivian Iara Streck, Melissa |
dc.subject.por.fl_str_mv |
comportamento do consumidor; mobile banking; consumidor idoso; aplicativos bancários; experiência do usuário |
topic |
comportamento do consumidor; mobile banking; consumidor idoso; aplicativos bancários; experiência do usuário mobile banking; elderly consumer; banking apps; user experience CIENCIAS SOCIAIS APLICADAS::COMUNICACAO |
dc.subject.eng.fl_str_mv |
mobile banking; elderly consumer; banking apps; user experience |
dc.subject.cnpq.fl_str_mv |
CIENCIAS SOCIAIS APLICADAS::COMUNICACAO |
description |
The elderly, in 2040, will represent 1/4 of the Brazilian population (IBGE, 2023). It is important to note that, in 25% of Brazilian households, retired people are responsible for the family (IBGE, 2017). This situation makes the decision to consume banking products extremely relevant (FRANÇA, 2011). This public, in general, accesses the internet and applications when making financial transactions almost daily. Even so, it is not uncommon for many users to report difficulties with banking applications (FEBRABAN, 2022). Given this scenario, this study's main objective is to understand the experience of elderly people as users of banking applications (mobile banking), using an exploratory methodology with a qualitative phenomenological approach. Data collection was carried out via snowball (consecutive indications), through 11 interviews (10 women and 1 man), aged between 60 and 75 years and with the aid of a semi-structured script with 30 questions. At the end of the study, it was possible to understand that security is the main barrier and determining factor in using the application, and the great facilitator is family support and bank employees, who help with the entry into the application and its main functions. In this way, and in view of the lessons learned, it is possible to suggest guidelines for building a universal application or even a guide/manual for using current applications. |
publishDate |
2023 |
dc.date.accessioned.fl_str_mv |
2023-09-25T13:58:21Z |
dc.date.issued.fl_str_mv |
2023-06-29 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
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info:eu-repo/semantics/masterThesis |
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masterThesis |
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dc.identifier.citation.fl_str_mv |
Mizael, Luciane de Farias. A experiência de consumidores(as) idosos(as) nos aplicativos bancários. 2023. [126 f.]. Dissertação (Programa de Mestrado Profissional em Comportamento do Consumidor) - Escola Superior de Propaganda e Marketing, [São Paulo] . |
dc.identifier.uri.fl_str_mv |
http://tede2.espm.br/handle/tede/700 |
identifier_str_mv |
Mizael, Luciane de Farias. A experiência de consumidores(as) idosos(as) nos aplicativos bancários. 2023. [126 f.]. Dissertação (Programa de Mestrado Profissional em Comportamento do Consumidor) - Escola Superior de Propaganda e Marketing, [São Paulo] . |
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http://tede2.espm.br/handle/tede/700 |
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Escola Superior de Propaganda e Marketing |
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Programa de Mestrado Profissional em Comportamento do Consumidor |
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Escola Superior de Propaganda e Marketing |
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